Patient Travel Subsidy Scheme (PTSS) guideline (Part A)

Patient Travel
Subsidy Scheme
(PTSS) guideline
(part A)
Updated 08 August
2016
Patient Travel Subsidy Scheme guideline (part A) v1.03
Published by the State of Queensland (Queensland Health), August 2016
This document is licensed under a Creative Commons Attribution 3.0 Australia licence.
To view a copy of this licence, visit creativecommons.org/licenses/by/3.0/au
© State of Queensland (Queensland Health) 2016
You are free to copy and communicate this work, as long as you attribute the State of
Queensland (Queensland Health).
Disclaimer:
The content presented in this publication is distributed by the Queensland Government as an information source only.
The State of Queensland makes no statements, representations or warranties about the accuracy, completeness or
reliability of any information contained in this publication. The State of Queensland disclaims all responsibility and all
liability (including without limitation for liability in negligence) for all expenses, losses, damages and costs you might
incur as a result of the information being inaccurate or incomplete in any way, and for any reason reliance was placed
on such information.
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
-1-
Contents
1.
Overview .................................................................................................... 3
2.
Eligibility ..................................................................................................... 3
2.1 Residence .................................................................................................. 4
2.2 Distance ..................................................................................................... 4
2.3 Private patients ........................................................................................... 4
2.4 Queensland residents undertaking travel for holidays or work .................... 5
2.5 Return travel following inter-hospital transfer or emergency medical
transport .............................................................................................................. 5
2.6 Eligible specialist services .......................................................................... 5
2.7 Second opinions ......................................................................................... 6
2.8 Exceptions to the nearest specialist service criteria .................................... 6
2.9 Allied health services .................................................................................. 6
2.10 Telehealth................................................................................................... 7
2.11 Concession cards ....................................................................................... 7
3.
Escorts ....................................................................................................... 7
4.
Travel subsidies ......................................................................................... 8
4.1
4.2
4.3
5.
Accommodation subsidies ......................................................................... 9
5.1
5.2
5.3
5.4
5.5
6.
Commercial accommodation subsidy ....................................................... 10
Private accommodation subsidy ............................................................... 10
Ongoing accommodation subsidies .......................................................... 10
Accommodation subsidies while travelling ................................................ 11
Direct billing arrangements for accommodation ........................................ 11
Application process .................................................................................. 11
6.1
6.2
6.3
6.4
6.5
7.
Private vehicle mileage ............................................................................... 9
Commercial travel ....................................................................................... 9
Return transport of a deceased patient ....................................................... 9
Where to find application forms ................................................................ 12
Assessment of applications ...................................................................... 12
Notification of outcome ............................................................................. 12
Retrospective (Past) applications.............................................................. 12
Missed travel and accommodation............................................................ 13
Subsidy claims ......................................................................................... 13
7.1
7.2
7.3
Certification form ...................................................................................... 13
Time limits on claims ................................................................................ 13
Subsidy payment timeframe ..................................................................... 13
8.
Funding from alternative sources ............................................................. 14
9.
Administrative process and appeals ........................................................ 14
9.1
9.2
9.3
Lost paperwork ......................................................................................... 14
Appeals .................................................................................................... 14
Feedback and complaints ......................................................................... 14
10. Schedule 1 – specialist medical services eligible for PTSS subsidies ..... 16
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
-2-
1.
Overview
The Patient Travel Subsidy Scheme (PTSS) provides financial assistance to eligible
patients who are required to travel for specialist health services not available locally.
The scheme assists with travel and accommodation costs only. It is not intended to
cover all costs associated with accessing specialist health services.
This guideline outlines the assistance available to eligible patients.
Where specific situations have not been addressed in this document, the following
principles will be used when making administrative decisions.
 patient safety—the safety of patients is a key consideration, including ensuring
clinically appropriate patient travel
 access—the scheme supports patient access to specialist health services
 subsidy—the scheme does not cover full costs associated with travel and
accommodation
 value for money—the scheme promotes the efficient use of public resources.
2.
Eligibility
Patients are eligible, if they are:
 eligible for Medicare
 a permanent Queensland resident and residing in Queensland at the time of referral
and accessing eligible specialist medical services
 a genuine vagrant (a Queensland resident or patient with no fixed address) (see
Section 2.1)
 required to travel more than 50 kilometres from the public hospital or health facility
closest to their permanent residence to access an eligible specialist medical service
and travelling to the nearest available eligible specialist medical service
 unable to use Telehealth to access the required eligible specialist medical service.
(Telehealth is a statewide videoconferencing service to help improve patient access
to health care in their community)
Patients are NOT eligible, if they are:
 travelling on holidays or business, and reside in another state, including fly in-fly out
(FIFO) or temporary workers who are not permanent Queensland residents
 a Queensland resident travelling from somewhere other than their usual place of
residence to access specialist medical care (see Sections 2.4 and 2.5)
 eligible to claim assistance from a third party, including WorkCover, Department of
Veterans Affairs, Motor Accidence Insurance Commission or other insurance cover
(Note: partial PTSS subsidies may be approved if the third party assistance is less
than what would be covered by PTSS, see Section 9)
 accessing a general practitioner (GP) or general dental services, or allied health
services except as part of specialist treatment (see Section 10)
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
-3-
 undertaking an inter-facility transfer or emergency aeromedical or ambulance
transport (see Section 2.5)
 they are seeking a second opinion without a medical referral (see Section 2.7)
 participating in clinical trials and experimental procedures.
2.1
Residence
Patients may be requested to provide proof of residence. Acceptable forms include:
 primary documents—patient’s driver’s licence or evidence of electorate enrolment
 secondary documents—household utilities or rates notice, rent receipt or lease
agreement, tax return, bank letter, tertiary enrolment or letter from employer.
Patients who are genuine vagrants may apply for PTSS at the public hospital or health
facility closest to the referring location. If a patient meets the eligibility criteria they are
entitled to assistance funded by the public hospital or health facility at which the
application was lodged. Assistance will only be provided for travel between the
referring and treating locations.
Note: eligibility for patients with ongoing medical conditions requiring long-term
treatment (more than three months) will be assessed by the patient’s referring Hospital
and Health Services (HHSs) on a case-by-case basis. Patients needing long-term
treatment requiring relocation should be directed to alternative long-term
accommodation.
For the purposes of PTSS, people travelling for extended periods (for example ‘grey
nomads’), seasonal and FIFO workers (or similar) for work purposes (or other
purposes) will not be considered genuine vagrants.
2.2
Distance
Subsidies are available to eligible patients referred to specialist health services located
50 kilometres or more (one way) from a Queensland public hospital or health facility
closest to their permanent residence.
The distance is determined using the more accurate distance calculation from either
Google Maps (www.google.com.au/maps) or Whereis.com (www.whereis.com) using
the fastest route without tolls.
2.3
Private patients
Patients who access private specialist services are entitled to assistance as long as
they meet the eligibility criteria.
Eligible patients can see private specialists only in circumstances where a public
specialist is not available within 50 kilometres from the patient’s nearest public hospital
or health facility.
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
-4-
2.4
Queensland residents undertaking travel for
holidays or work
Patients who are travelling within Queensland for recreational or business purposes
are ineligible for subsidies to travel from anywhere other than the area in which they
usually reside. Exceptions apply for patients who are transported for emergency
treatment (see Section 2.5).
If a patient is required to travel from their usual place of residence to access ongoing
specialist treatment, eligibility is to be assessed against the usual criteria.
Queensland residents who are travelling interstate or overseas are not eligible for
assistance. Patients who undertake regular travel should consider appropriate private
insurance to cover medical travel costs.
2.5
Return travel following inter-hospital transfer or
emergency medical transport
Patients discharged following inter-hospital transfer or emergency transports are
eligible for assistance towards the cost of the return journey if the eligibility criteria are
met (see Section 2.8 for exceptions to the distance criteria for emergency transport).
The public hospital or health facility closest to the patient’s permanent residence is
responsible for approving and paying for subsidies, taking into consideration any
recommendations from the treating specialist.
Escort subsidies will only be approved if the usual escort criteria are met, for example
the patient required an escort while hospitalised or during return travel (see Section 4).
Generally, patients are eligible for assistance to return to their permanent place of
residence. At the discretion of the approving Hospital and Health Services (HHS),
subsidies can be approved for travel back to the place from which the patient was
transported, up to the value of travel to their permanent residence. Subsidies are not
available for travel to a third location.
2.6
Eligible specialist services
PTSS provides financial assistance for patients to access the following specialist
services:
•
services referred to by a medical practitioner, dentist (for eligible dental
services) or optometrist (for eligible ophthalmic services) which are necessary
for the health of the patient; and
•
listed in Schedule 1 – specialist medical services
The closest specialist service may be located in a different Hospital and Health
Services (HHS) to the patient’s closest public hospital or health facility.
Interstate travel: subsidies are available to patients travelling to an interstate specialist
medical service only if the service is not available in Queensland. Approving Hospital
and Health Services (HHSs) can exercise their discretion and pay PTSS where a
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
-5-
patient’s closest specialist is in New South Wales, South Australia or the Northern
Territory.
Overseas travel: no overseas travel is covered by PTSS. The Australian Government
Department of Health administers the Medical treatment overseas (MTO) program
which provides financial assistance for Australians with a life-threatening medical
condition to receive proven life-saving medical treatment overseas where effective
treatment is not available in Australia. Further information is available at
www.health.gov.au/.
2.7
Second opinions
Subsidies may be available to patients who have been referred to a specialist for a
second opinion by another specialist. In instances where a patient is seeking a second
opinion without a clinical referral, their travel and/or accommodation is at their own
expense and not covered by PTSS.
2.8
Exceptions to the nearest specialist service
criteria
Subsidies may be approved for a patient to attend a specialist service which is not the
closest, under the following circumstances:
 it is a result of the patient receiving emergency transportation to the service
 the patient has previously been approved for assistance and a closer service is
subsequently established. In this instance, the patient can receive assistance for
one further visit to the originally approved specialist. The patient may choose to
continue to see the original specialist, but subsidies will cease unless specifically
approved by the approving Hospital and Health Services (HHS)
 transport to the closest specialist service is not available or it is more cost effective
to refer patients to another specialist
 there is a valid clinical reason to attend. This may include timeliness of treatment at
the nearest location. Approval from the approving Hospital and Health Services
(HHS) prior to travel is required
 the patient has been selected for a system-wide strategy, such as a Wait list
reduction program.
2.9
Allied health services
Allied health services include audiology, clinical psychology, nutrition/dietetics,
occupational therapy, orthotics/prosthetics, physiotherapy, podiatry, social work and
speech pathology.
PTSS may be approved for allied health services only when accessed as an essential
component of a specialist medical service. Examples include, but are not limited to:
 a visit to an ocularist following eye removal
 a visit to a prosthetic specialist following limb amputation
 audiology services related to cochlear implant
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
-6-
 occupational therapy for burns scar management.
2.10 Telehealth
Telehealth is a statewide videoconferencing service to help improve patient access to
health care, to provide clinical staff access to peer support and education and help
reduce travel costs and inconvenience for clinicians, managers, patients and carers.
The expansion of Telehealth provides opportunities to reduce the need for patients to
travel to access specialist health services.
If a patient chooses to travel when Telehealth is available and clinically appropriate,
PTSS subsidies are not provided.
More information is available at www.health.qld.gov.au/telehealth/
2.11 Concession cards
For the purposes of PTSS, a concession card is any of the following:
 Pensioner Concession Card
 Centrelink Health Care Card
 Commonwealth Seniors Health Card
 Department of Veteran Affairs Health Card.
Note: concession cards apply only to the patient, not to the escort. For example, in
instances where the escort has a concession card and the patient does not, neither
person will be eligible for a concession.
3.
Escorts
Eligible patients may qualify for assistance for an escort to travel with them.
An escort is defined as a person who accompanies a patient when they travel to
access a specialist medical service. This can be to assist them in their treatment, in an
active care role or if the patient is impaired. The escort must be 18 years or older.
Escorts are not approved solely for emotional support or to keep a patient company.
When an escort is not approved the patient may still choose to have someone
accompany them, however the escort’s travel and accommodation costs will not be
subsidised by PTSS.
A patient’s need for an escort is automatically approved in the following
circumstances:
 patient is a minor:
– if the patient is under 18 years of age and a dependent child (the escort should
preferably be the child’s parent, guardian or primary care giver)
 assisting in patient care:
– where the escort is the patient’s legal guardian and is required to make decisions
in relation to the patient’s healthcare
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
-7-
– if the patient has a life threatening condition or is requiring lifesaving treatment
– if the patient requires an escort for assistance with basic requirements of life,
including for frail or elderly patients, or those requiring oxygen or sedation
 active role in care:
– where the escort is required to participate in treatment or rehabilitation. For
example, patients undergoing major surgery, such as cardiac surgery, organ
transplants or renal dialysis may require a carer/escort to participate in their care
while at home
 patient impairment:
– if the patient has a physical or cognitive impairment, for example brain injury,
dementia or confusion etc. Also includes visual impairment, mental illness or
where mobility is impaired.
Where the patient’s referring practitioner or treating specialist recommends an escort
for any other reason than those listed above, approval is at the discretion of the
approving Hospital and Health Services (HHS).
Generally, only one escort per patient is eligible for assistance. Approval for more than
one escort is at the discretion of the approving Hospital and Health Services (HHS).
For example, where a patient is under 18 years of age and has a life-threatening
condition, consideration could be given to providing two escorts.
Escorts must travel with the patient in order to receive assistance, except:
 when the patient has received emergency transport and prior approval for an escort
was not possible, or
 where an escort was not required at the time of initial application and is
subsequently approved to travel.
Approval must be obtained from the patient’s closest public hospital or health facility
prior to the escort travelling.
4.
Travel subsidies
Subsidies are available to eligible patients and approved escorts to assist with the cost
of travel. All subsidies are GST exclusive and patients cannot claim a subsidy for any
GST they incur for travel.
PTSS applications are to be assessed on a case-by-case basis. The mode of travel
approved should reflect the clinical needs and circumstances of the patient, taking into
consideration any recommendations made by the referring and/or treating clinician.
Advice from allied health professionals, social workers and Indigenous liaison officers
may also be considered in assessing applications.
Travel subsidies are calculated based on the mode of travel approved, or failing this,
the cheapest available form of transport.
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
-8-
4.1
Private vehicle mileage
The private vehicle mileage subsidy is calculated at 30 cents per kilometre from the
street address of the patient’s closest public hospital or health facility to the closest
public treatment facility. This is determined by the distance calculator from Google
Maps or Whereis.com, using the fastest route without tolls.
When a patient and approved escort are travelling together by car only one mileage
subsidy is paid.
4.2
Commercial travel
If the Hospital and Health Services (HHS) books and pays for the commercial travel
(e.g. air, bus or train) no subsidy is paid to the patient. Commercial travel is booked at
the economy/government discount rate.
Patients who book and pay for their bus, rail or air travel will be reimbursed the
economy/government discount rate. Patients cannot claim a subsidy for any GST they
incur for travel.
If a patient chooses to book travel which is more expensive than the applicable
subsidy, the patient is responsible for the additional costs.
If the patient is required to travel more than 50 kilometres from the closest public
hospital or health facility to reach the transport terminal, they are eligible for assistance
for that leg of the journey.
In all other circumstances, the patient is responsible for the cost of travel between the
transport terminal and their home or the health facility they will be attending.
Incidental costs, including meals, parking and telephone calls are not subsidised under
PTSS.
4.3
Return transport of a deceased patient
In the case of return transport of a deceased patient, a subsidy is payable to the
patient’s estate. The subsidy should be equivalent to what was originally approved for
the patient’s return journey.
If the patient has travelled with an approved escort, the escort’s return journey is
subsidised to the extent that was originally approved.
Further assistance may be provided at the discretion of the approving Hospital and
Health Service (HHS).
5.
Accommodation subsidies
An accommodation subsidy is available to eligible patients and approved escorts for
commercial or private accommodation. The eligibility criteria, including distance, apply
to approval of accommodation subsidies.
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
-9-
Accommodation will only be subsidised for the period the patient is required to be away
from home for medical reasons, or where a return journey cannot reasonably be
completed in one day (see section 5.4).
All eligible patients (excluding patients under 18 years) who do not have a concession
card (see section 2.11) are required to pay for the first four nights of accommodation
(commercial or private) in each financial year.
If the patient does not have a concession card and is travelling with an approved
escort, the escort is also required to pay for the first four nights of accommodation in
each financial year.
5.1
Commercial accommodation subsidy
Patients and approved escorts are subsidised of up to $60 per person per night
(excluding GST) when staying in commercial accommodation. Patients cannot claim a
subsidy for any GST they incur for accommodation. Commercial accommodation may
be at a hotel, motel, caravan park, apartment, bed and breakfast, rental arrangement,
flat or accommodation facility associated with non-government organisations, such as
the Cancer Council or Leukaemia Foundation.
Where approved, the patient’s closest public hospital or health facility will pay a subsidy
of up to $60 per person, per night directly to the accommodation provider once an
invoice has been sent to the patient’s closest public hospital or health facility travel
office.
Note: if the cost of the accommodation is less than $60 per person per night, only the
actual amount paid will be covered by PTSS.
5.2
Private accommodation subsidy
If the patient and approved escort choose to stay with friends or relatives (i.e. private
accommodation) the subsidy provided is $10 per person per night.
5.3
Ongoing accommodation subsidies
Accommodation subsidies are to be provided for the entire period of time the patient is
clinically required to be away from home as certified by the treating specialist
(excluding any time as an in-patient).
If the end date for accommodation is not known, or the need for accommodation is
ongoing, the approving Hospital and Health Service (HHS) may conduct a review to
determine if subsidies are still required (e.g. to ascertain if the specialist service has
become available locally).
If the need for accommodation extends beyond the period approved, the patient (or
treating facility on the patient’s behalf) should notify the approving Hospital and Health
Services (HHS) in advance to seek further approval. A new PTSS application is not
required if the patient is continuing to access the same specialist health service.
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
- 10 -
5.4
Accommodation subsidies while travelling
Patients and escorts who are approved for private motor vehicle subsidies, and would
need to travel more than 600 kilometres or eight hours in one day, are entitled to a
accommodation subsidy of up to $60 per night (excluding GST) while travelling.
Patients cannot claim a subsidy for any GST they incur for accommodation.
This provision is not intended to disqualify patients who would be travelling less than
600 kilometres or eight hours and may require accommodation prior to early
appointments or admissions, or following late appointments or discharge.
5.5
Direct billing arrangements for accommodation
Approved accommodation subsidies may be paid directly to the accommodation
provider by the approving hospital or health facility with the patient’s consent. This is
referred to as a ‘direct billing arrangement’.
It is the responsibility of the approving hospital, health facility or Hospital and Health
Services (HHS) to ensure a direct billing arrangement has been established with the
accommodation provider.
Subsidies will only be provided for:
 eligible patients who have been approved for subsidies
 actual costs up to the approved subsidy amount
 nights for which the patient was clinically required to stay away from home as
confirmed by the treating facility.
The approving Hospital and Health Service (HHS) is responsible for notifying the
accommodation provider of the number of nights approved and the total subsidy to be
paid.
The accommodation provider is not responsible for obtaining or providing confirmation
to the approving Hospital and Health Service (HHS) that the patient was receiving
treatment during the subsidised period.
Where the Hospital and Health Service (HHS) has booked the accommodation and the
patient did not notify the Hospital and Health Service (HHS) in adequate time and/or
with good reason that they were unable to make their trip, the patient will be
responsible for any cancellation fees or other charges.
At the discretion of approving Hospital and Health Services (HHSs), patients who do
not abide by the conditions of the direct billing arrangement may be required to pay for
future accommodation themselves and submit a claim for a subsidy.
6.
Application process
Patients are required to lodge their application for assistance as soon as practicable
prior to travel. All patients are entitled to submit an application for assessment.
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
- 11 -
6.1
Where to find application forms
The application form can be obtained from a patient’s closest public hospital or health
facility, or via www.health.qld.gov.au/ptss. Local general practitioners may also have
the application forms.
6.2
Assessment of applications
Applications will be assessed by the approving hospital or health facility on a case-bycase basis within five working days of all necessary documentation being received.
Approval to provide subsidies must:
 be given by the local medical superintendent or an officer delegated by the Health
Service Chief Executive
 have the appropriate clinical and financial delegations.
Applications must not be approved by the same clinician that has provided the patient’s
referral.
6.3
Notification of outcome
The outcome of the application (approval or non-approval) must be documented and
include details of the approving officer, the decision date and reason for non-approval if
applicable.
The patient must be notified of the following once their application has been assessed:
 if approved: what has been approved, including subsidy rates and dates covered
 if not approved: reasons for non-approval and process for lodging an appeal.
6.4
Retrospective (Past) applications
An application is considered retrospective if submitted after travel has occurred. Claims
for a subsidy for previously approved applications (e.g. private motor vehicle mileage)
are not considered retrospective.
Retrospective applications will be assessed against the eligibility criteria on the same
basis as applications made prior to travel.
Retrospective applications are allowed in the following circumstances:
 the patient was not aware of PTSS or that approval must be obtained prior to travel
(this exception can only apply once per patient)
– note: in this instance applications may be submitted only for travel that has
occurred in the 12 months prior to the most recent treatment date. The patient is
responsible for obtaining all documentation to confirm referral and treatment
details. All future travel must be approved in advance
 the patient required urgent appointments or admissions and did not have adequate
time to obtain approval in advance
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
- 12 -
 a PTSS-approved patient has travelled alone to receive treatment and subsequently
requires an escort to join them
6.5
Missed travel and accommodation
It is the responsibility of the patient to advise their approving hospital or health facility of
any changes to their travel plans. If a patient fails to provide adequate notice (i.e. within
24 hours) and/or misses their travel/accommodation without good reason, it may affect
their future patient travel subsidies.
7.
Subsidy claims
PTSS-approved patients who have paid for their own travel and/or accommodation
may submit a claim for a subsidy that is consistent with what has been approved.
When seeking to claim a subsidy, the following documentation must be provided as
evidence of payment for transport and/or accommodation services:
 original tax invoices and receipts for travel and accommodation subsidies, except
private motor vehicle fuel subsidies
 original commercial transport tickets (where available), copies of tickets or itinerary,
or proof of payment for e-tickets
 accommodation invoices and receipts need to identify the patient by name (or the
parent/guardian where the patient is a minor) and specify dates of accommodation
 signed private accommodation confirmation form for patients who have stayed with
family or friends.
Note: receipts are NOT required to claim for private motor vehicle mileage subsidies.
Incomplete claims will not be processed.
7.1
Certification form
Patients are required to submit a completed and signed certification form for each
approved treatment, procedure or medical specialist appointment.
7.2
Time limits on claims
Claims for pre-approved subsidies must be submitted no more than 12 months from
the first date of travel for that specialist medical referral.
7.3
Subsidy payment timeframe
The subsidy is to be paid within 30 working days from receipt of all necessary
paperwork by the patient’s local hospital or health facility (including specialist
confirmation form/s and any required receipts).
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
- 13 -
New applications are unable to be approved until all of the required documentation is
submitted for subsidy claims relating to previously completed treatments. Note this
clause does not apply to ongoing claims.
8.
Funding from alternative sources
Patients who are eligible to receive assistance from other sources, such as Department
of Veterans’ Affairs, WorkCover or third party insurance, are required to declare this
during the application process. Partial or part payment of the PTSS subsidy may be
approved if the alternative assistance is less than what would be provided by PTSS.
Patients who have received PTSS assistance and subsequently receive payment from
another source may, at the discretion of the approving Hospital and Health Service
(HHS), be required to repay all or part of the PTSS subsidies.
9.
9.1
Administrative process and appeals
Lost paperwork
Statutory declarations may be required where there is insufficient documentation to
support an application or claim for a subsidy. Forms available to download from
https://publications.qld.gov.au/dataset/statutory-declaration
9.2
Appeals
Patients are able to appeal the outcome of their application. The appeal form can be
obtained from a patient’s closest public hospital or health facility. The process is:
 appeals must be lodged at the patient’s nearest hospital or health facility within 30
calendar days of the patient receiving notification of non-approval of their claim
– Note: appeals lodged more than 30 calendar days from the date of notification
may be accepted at the discretion of the approving hospital or health facility
 the patient is responsible for providing any additional information to support review
of their application. This may include additional documentation from the referring or
treating clinician
 an appeal will be assessed within five working days from date of lodgement.
Appeals may take longer if additional information or documentation is required
 appeals will be assessed in the same manner as the original application with the
same eligibility criteria and requirements. However, the PTSS approver shall
consider any new or supporting information provided as part of the appeal.
9.3
Feedback and complaints
Patients can lodge a complaint or provide feedback on the scheme either verbally or in
writing to their local hospital or health facility. Each Hospital and Health Service (HHS)
has a complaints coordinator who reviews feedback for all the facilities in their area.
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
- 14 -
The complaints coordinator can be contacted to assist, even if a formal complaint has
not been lodged.
Further information about Queensland Health’s compliments and complaints processes
is available at www.qld.gov.au/health/contacts/complaints/index.html.
The circumstances of the feedback/complaint should be clearly described, including:
 times, dates, locations
 names of persons involved
 the particular issue
 details of satisfactory resolution
 patient/carer’s contact details.
The Queensland Ombudsman investigates complaints about the decisions or actions
of a Queensland Government agency. More information is available at
www.ombudsman.qld.gov.au/MakeaComplaint.aspx
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
- 15 -
10. Schedule 1 – specialist medical services
eligible for PTSS subsidies
Specialty
Eligible for PTSS
Allied health e.g. audiology, occupational
therapy, orthotics, physiotherapy,
podiatry, psychology, speech pathology.
Covered by PTSS only when provided as an
essential component of services listed in
Schedule 1 (see Section 2.8)
Anaesthesia
Y
Including hyperbaric medical services.
Cardiology
Y
Cardio-thoracic surgery
Y
Dental – general
N
Dermatology
Y
Diagnostic Radiology
Y
Diagnostic Ultrasound
Y
Endocrinology
Y
Gastroenterology and hepatology
Y
General practice
N
General surgery
Y
Gynaecological oncology
Y
Geriatric medicine
Y
Haematology
Y
Immunology and allergy
Y
Infectious diseases
Y
Intensive care medicine
Y
Internal medicine
Y
Medical administration
N
Medical oncology
Y
Nephrology (renal medicine)
Y
Neurology
Y
Neurosurgery
Y
Nuclear medicine
Y
Obstetrics and gynaecology
Travel to maternity and birthing services are
covered only if the services or level of care
required are not available at the patient’s closest
public hospital or health facility. This also
includes in-vitro fertilisation services.
Ante and post-natal appointment are only
covered if the patient is referred to a medical
specialist i.e. not a general practitioner or
midwife
Ophthalmology
Laser refractive services are not covered
Oral and maxillofacial surgery
Organ transplant
Y
Travel and accommodation costs for organ
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
- 16 -
Specialty
Eligible for PTSS
recipients are covered by PTSS and are the
responsibility of the recipient’s approving
hospital. Costs for the organ donor are
considered part of the organ donation treatment
and are the responsibility of the treating hospital.
Orthopaedic surgery
Y
Otolaryngology (head and neck surgery)
Y
Otorhinolaryngology (ear, nose and
throat)
Y
Paediatric surgery
Y
Paediatrics and child health
Y
Palliative medicine
Y
Pathology
Y
Plastic surgery, including transgender
services
Plastic and reconstructive surgery not attracting
a Medicare rebate are not covered
Psychiatry
Y
Radiation oncology
Y
Radiology
Y
Rehabilitation medicine
Y
Including wheelchair fitting services
Respiratory and sleep medicine
Y
Rheumatology
Y
Urology
Y
Vascular surgery
Y
Patient Travel Subsidy Scheme (PTSS) guideline (part A) –
- 17 -